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Data Analyst, Product & Omnichannel Analytics
Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.
Summary
The Senior Data Analyst owns and leads product health, operational, and omnichannel analytics for internal Gainwell products, including Provider+ and Claims, Encounters, and Financials (CEF). This role serves as a trusted analytics partner across Product, Operations, CX, Engineering, and Executive leadership, translating complex support and operational data into actionable insights.
The Senior Analyst drives automation, standardization, and continuous improvement, ensuring leaders have a clear, data‑driven view of product performance, customer experience, and operational risk.
Your role in our mission
- Lead the design and delivery of Power BI reporting and dashboards that provide a holistic view of product health across contact center, back‑office, and omnichannel operations.
- Serve as a subject‑matter expert for contact center and omnichannel analytics, including voice, chat, CRM, and case management data.
- Partner with Product, Operations, CX, and Engineering leaders to define key metrics, health indicators, and success measures for Provider+ and CEF.
- Analyze support demand drivers, failure demand, repeat contacts, backlog trends, and operational inefficiencies.
- Perform advanced trend, root‑cause, and correlation analysis to identify risks, improvement opportunities, and emerging issues.
- Design and maintain scalable Power BI data models, optimized datasets, and reusable reporting components.
- Drive report automation and optimization, reducing manual effort and improving performance and reliability.
- Develop and optimize SQL queries and data workflows supporting analytics solutions.
- Translate insights into clear, actionable recommendations for leadership and delivery teams.
- Establish and enforce reporting standards, metric definitions, and documentation.
- Mentor junior analysts and provide guidance on analytics best practices.
- Balance short‑term reporting needs with long‑term analytics strategy.
What we're looking for
- 5+ years of experience in data analytics, reporting, or operational/product analytics.
- Advanced experience delivering Power BI solutions in a production environment.
- Strong proficiency in SQL, including complex joins and performance optimization.
- Strong experience with Power BI data modeling, Power Query, and DAX.
- Proven experience analyzing contact center, CRM, and operational data.
- Experience supporting internal products or platforms in a product or service delivery environment.
- Experience with Python or scripting for automation and advanced data preparation.
What you should expect in this role
- Fully remote position.
- Opportunity to travel through your work up to 10% of the time.
This posting is intended for pipelining. We will accept applications on an ongoing basis.
The pay range for this position is $69,400.00 - $99,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.
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